Customer Service Sales Representative

Karl Fenelus

*** ******* ****** ******, **

Phone: 862-***-**** *******@*******.***

Experienced IT HELP DESK TECHNICIAN

Tier 1 & 2 Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

• Information Technology Professional with 12+ years of help desk experience providing software,

hardware, client/server and networking technical support.

• Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in

rapidly diagnosing, troubleshooting and resolving client issues.

• Consistently praised for communicating effectively with both technical and nontechnical users.

Known for excellent problem-solving skills and patience in dealing with frustrated users.

KEY SKILLS

• Technical • Software Installs • Phone & Online • User

• LAN

Troubleshooting Support Training/Support

• Hardware • Client/Server • Customer Service

Connectivity

• Problem • Complaint Handling

Configurations Models

• Offshore Team • Preventive

Diagnosis

Collaboration Maintenance

TECHNOLOGY PROFICIENCIES

Software: MS Office (Word, Excel, Outlook, Access); MS Exchange; LOTUS Notes; instant messaging

software; VMware applications; VERITAS; ARC Serve/Brightstor, Blackberry Desktop Manager, User

State Migration Tools (USMT), Dell Automated Deployment (DAD), MS SharePoint

Browsers: Internet Explorer, Firefox, Chrome, Safari

Call-Tracking Tools: HEAT, Remedy, Siebel

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP, Nortel Networks

Platforms: Windows, UNIX, NetWare Servers, Citrix

PROFESSIONAL EXPERIENCE

Schindler Elevator, Morristown, NJ

Imaging Technician, July 2013 – April 2014

• Install approved hardware (desktops, laptops and peripherals) and software for employees

• PC Refresh [Image, inventory, deploy, content migration, user orientation]

• Creates and updates documentation in area of responsibility

• Manage all audio visual technology to provide a high level of support to the business

• Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers

and LCD/Plasma displays

• Transport, sets-up, removes and operates A/V equipment.

Merck & Co, Inc., Rahway, NJ

Desktop Support Specialist, July 2011 - July 2013

• Routinely exceed call-handling goals with the ability to meet with users directly, solve their issues

and leave users with a very positive experience

• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel

in asking probing questions and researching, analyzing and rectifying problems. Manage all audio

visual technology to provide a high level of support to the business

• Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers

and LCD/Plasma displays

• Transport, sets-up, removes and operates A/V equipment.

Exxon Mobile, Edison, NJ

Dell Imaging Technician, January 2011 - July 2011

• Install approved hardware (desktops, laptops and peripherals) and software for employees

• PC Refresh [Image, inventory, deploy, content migration, user orientation]

• Creates and updates documentation in area of responsibility

Computer World Plus, Newark, NJ

Desktop Support Specialist, February 2008 - December 2010

• Assists staff with installations, configuration, and ongoing usability of desktops, laptops, and

peripheral equipment and software within established standards and guidelines

• Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of

operation

• Documented, reviewed, and updated problem resolution scenarios on share point portal reducing

time spent on resolving same or similar issues quicker and more efficiently

• Backup and restoration of data from servers and desktops

• Day to day support of users consisted of 75% desktop support and 25% server support

Sanofi-Aventis, Bridgewater, NJ

IMac Coordinator, June 2006 - December 2007

• Tracked and re-assigning assets through the Remedy software

• Installed new software, printers and drivers when new equipment is added

• Followed up with users and technical staff to ensure problem resolution and customer satisfaction

Novo Nordisk (C3i Inc.), Princeton, NJ

Level 2 Help Desk Analyst, September 2004 - March 2006

• Targeted and trained as a Service Matter Expert to support newly implemented Novo Nordisk

Client Specific application.

• Serviced, technical requirements for Novo Nordisk Remote Field Sales Representative via phone

Scope of work included, but was not limited to:

• Remote Phone Support: Provided quality phone support for in excess of 20,000 Novo Nordisk

Sales Representatives

• PDA Support: Desktop manager software, application loader, setting passwords, synchronizing

and re-setting hand held.

• Service Ware: Utilized Company Knowledge Database to answer complex questions reported to

Help Desk relating to standard Off the Shelf packages, and Client Specific proprietary applications.

• Active Directory: Password Resets, Addition/Removal of Application Groups, Disabling Client Id’s

and Account Lockouts.

• Responsible for remote support of traveling users and home users with secure ID’s/ VPN access

Jet Aviation, Teterboro, NJ

Help Desk Analyst, January 2002- July 2004

• Managed day-to-day IT operations via phone and hands on support

• Software/Desktop Support: Troubleshoot and supported any issues that may occur on and off

site.

• Back-up Software: VERITAS and ARC Serve/BrigthStor

• MS Active Directory 2003:

o Users and Computer Account Management

o Create, Test, and Deploy Group Policy

EDUCATION

2004 Bachelor in Telecommunication

Devry College of Technology

2001 Associate in Applied Science

Gibbs College

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